Using Technology to Enhance Customer Service in Education

1. Using Technology to Enhance Customer Service in Education Chad Miller, MBA – Director of Non-Credit Operations Tyler J Hall, MBA – Contact Center Director

2. Using Technology to Enhance Customer Service in Education • Have you ever heard the following at your campus? • The computer won’t let us do that. • I don’t know  • You’ll have to call or come back later. • We can’t take care of that here….you’ll need to call… • That is not our responsibility in this department • I can’t really help you with that • You’ve called the wrong department

3. Look Familiar?

4. With empowerment and support, our goal at SLCC was to hear: • I can take care of this for you. • I’m going to personally make sure this gets resolved for you. • This is a little out of the ordinary, but I can handle it for you. • I’d be happy to help you with this. • I’m not sure, but let me find someone that can help you. • You don’t have to wait, I can take care of that for you now. • Let me help you find that on the web page so you know how to take care of this in the future. • It won’t cost you anything to get this corrected. • We want to see you succeed…so let me help you get this fixed.

5. Doing More with Less Increases in Student Enrollment Decreases in State Funding (13.9%)

6. Contact Center Beginnings • Creation • Why a Contact Center? • How it was created • Two Roles • Operators • Technicians

7. Contact Center Setup

8. EXTENSIONS • Operator’s Extensions • Ext. 4111 & Ext. 7522 (SLCC) • Technician’s Extensions • Ext. 4073, 4297 & 4298

9. About SLCC

10. SLCC Enrollment

11. 2011 SLCC Calls (Major Departments)

12. Contact Center Call Volumes

13. Phone Set Up • Nuance/Phonetic Operator

14. Phonetic Operator Return on Investment (2011) 79,814 Calls Handled $1.05 Cost Per Call $83,805 Total Cost $5,000 Nuance Annual License $78,805 Return on Investment

15. Attendant Console - Operators

16. Cisco Agent Desktop

17. Cisco Supervisor Desktop

18. Cisco Agent Reporting

19. SLCC Chat

20. SLCC Chat Usage • Phone Technicians handling SLCC Chat • Students “Click to Chat” • Technicians Alerted • Canned Answers

21. SLCC Chat Statistics Average: 403 chats per month ≈7 chat sessions per technician each day.

22. Cost and Implementation • Free 10 Day Trial • Simple software download and install • Cost: $120 every 6 months • 3 technicians

23. Benefits of SLCC Chat • International Students • Soldiers Overseas • SLCC has no toll-free number • Cuts down on emails • Students can do it from work

24. Challenges of SLCC Chat • Juggling Calls and Chat Requests • Anonymity and Loss of Personal Touch • Jagged Communication

25. Ask SLCC

26. Ask SLCC Features

27. Ask SLCC Statistics 26,125 Accuracy Rate ≈ 93%

28. Cost and Implementation • 2-3 month lead time for implementation • Task Force • Cost Structure

29. Return on Investment SLCC Call Volume: Approximately 27,351 Calls/Month Low Estimate (15%): 27,351 x 15% x $1.05 = $4,308 Savings PER MONTH $51,700 PER YEAR - $18,000 = $33,700 High Estimate (25%): 27,351 x 25% x $1.05 = $7,180 Savings PER MONTH $86,200 PER YEAR - $18,000 = $68,200

30. Benefits of Ask SLCC • 24/7/365 Availability

31. Benefits of Ask SLCC • Used by all stakeholders at SLCC • Unites SLCC information into one knowledge base. • Prevents Knowledge Diffusion • Reporting Benefits

32. Countries using Ask SLCC

33. Using Technology to Enhance Customer Service in Education • Overall Contact Center Concept • Leveraging this model against decreased funding and increased enrollments • Using proven systems to reach students in an effective and convenient way “Our life is frittered away by detail. Simplify, simplify!” -Henry David Thoreau "Customer service is not a department, it's an attitude”